2015 american library association annual conference data-driven libraries: capturing user behavior...

2015 American Library Association Annual Conference Data-Driven Libraries: Capturing User Behavior Across Library Platforms June 29, 2015 Megan Hurst, Director, EBSCO Open Web + Mobile Initiatives Dean Riley, Professor, Library Science + Systems Librarian, Houston Baptist University EBSCO Discovery Service Customer Eric Frierson, EBSCO Discovery Service Engineer Pradeep Deshpande, EBSCO Technical Product Manager, Open Web + Mobile Initiatives Chad Movalli, EBSCO Sr. Product Analyst

Taming the Mobile Landscape Creating a framework to analyze mobile usage across library systems + services

Mobile Glossary Mobile Device a handheld, portable computing device, with internet-connection capabilities Mobile App an application that runs on a specific device which may not require an internet connection (works offline), and is available via App Stores (e.g. Google Play Store) Mobile Website a website that has been tuned for a mobile display and touch-based navigation. An internet connection is required to access a mobile website. Responsive Website a website that has been tuned to progressively disclose and stack user interface and content elements based on the computer or device screen size. Hybrid App a mobile-optimized website that is paired with app functionality ranging from a simple app-wrapper allowing the site to be discovered and downloaded via app stores, or more robust functionalities, such as offline reading.

Power Speed Battery life Screen resolution Responsiveness Screen size Screen type /resolution Portability Physical Interaction Factors influencing mobile experience Frequency of use Activity/Task /Purpose HABIT EXPERIENCE TECHNOLOGY Model: M. Hurst + Francis H.

Open Web Trends (United States): Computers vs. Mobile Internet Traffic, 2010-2015 Data Source: Global Stats: StatCounter GlobalStats http://gs.statcounter.comhttp://gs.statcounter.com YTD March

2015 Review of 100 Library Websites Academic Libraries Almost 100% of colleges/universities had responsive websites Only ~50% of libraries had responsive websites Jarring mobile experience from many institutions main websites to their library websites Public Libraries < 50% had responsive websites

April 2015 Google Mobilegeddon Google is helping users find mobile-friendly pages: http://googlewebmastercentral.blogspot.com/2014/11/helpi ng-users-find-mobile-friendly-pages.html http://googlewebmastercentral.blogspot.com/2014/11/helpi ng-users-find-mobile-friendly-pages.html Mobile-friendly websites are now ranked higher in Google mobile search results Websites not optimized for mobile devices have lost their rank position in Google mobile search results < 50% US library websites are mobile-friendly

Results of Google Mobilegeddon 83% of the time, the top result is mobile-friendly 81% of the time, the top 3 results are mobile-friendly 77% of the time, the top 10 results are mobile-friendly

EBSCO Discovery Service mobile website statistics

iPad iPhone Google Nexus 7 Samsung GT-I9300 Samsung GT-N7100 Apple iPod Touch Amazon KFTT Samsung GT-I9505 Samsung GT-P5210 Samsung SM-G900V Samsung SCH-I545 Unknown Mobile Samsung SM-P600 Google Nexus 5 Samsung SGH-I337 Samsung GT-I9500 Samsung SM-T310 Samsung GT-P5110 Samsung SM-G900A Samsung SGH-M919 Amazon KFSOWI Samsung SM-T217S Samsung SM-N9005 Samsung SM-T210 HTC One Samsung GT-N5110 Samsung SM-G900T Verizon Ellipsis 7 Samsung SPH-L720 Samsung GT-I9305 Samsung GT-N8013 Samsung SM-G900F Samsung GT-N8010 Samsung SM-T530NU Amazon KFTHWI Motorola XT1032 Samsung SM-T800 Samsung GT-N8000 Samsung GT-P5113 Samsung SM-N900T Samsung SM-N900A Samsung SM-T230NU Samsung GT-I9195 Samsung SM-G900P Samsung SGH-I747 Google E960 Nokia Lumia 520 Samsung SGH-I337M Samsung SM-N900V Samsung GT-I8190 Apple Unknown Mobile Samsung GT-I9100 Motorola XT1080 Samsung GT-N5100 Amazon KFOT Samsung GT-P3113 Samsung SM-P900 HTC One (M8) Amazon KFJWI Samsung SM-T530 Asus TF300T Samsung GT-P5100 Google Nexus 10 Samsung GT-P3110 LG VS980 Samsung SM-N900P Samsung SM-T110 Samsung SM-T330NU Sony C6903 Samsung SGH-I747M RCA RCT6103W46 LG D802 Samsung SM-T520 Samsung GT-I9190 Samsung Samsung SM-T900 Samsung SCH-I535 Samsung SGH-I537 Samsung SM-T320 Samsung SM-N900 LG VN530 Samsung GT-I8190L Motorola XT907 Samsung GT-N7105 Sony D6503 Samsung SM-T700 LG MS323 Sony C6603 Motorola XT1058 Samsung SM-G870A Samsung GT-P5200 Samsung SM-P605 HTC A8181 Motorola XT1033 Samsung SM-T211 Sony D5503 Motorola XT1031 RIM PlayBook Asus ME173X BlackBerry Z10 LG LS980 Samsung SGH-I497 Asus TF101 Samsung GT-P3100 Samsung GT-I8190N Samsung SCH-I605 Samsung SCH-I515 Samsung SM-N9000Q Samsung SGH-T599 Samsung GT-I9506 Samsung SCH-R970 LG VK810 LG LGMS500 T-Mobile D415 Samsung SM-G7102 Nokia Lumia 521 Samsung SM-G900W8 Samsung GT-I9082 Samsung SM-T805 HTC HTC6525LVW Samsung SM-P601 Motorola XT1030 Lenovo S6000 Samsung GT-P7510 Amazon KFAPWI Samsung SM-N900W8 LG D855 Samsung SM-T230 >4,ooo distinct mobile device types visited EBSCO Discovery Service Q4 2014 Tesco HT7S3 Motorola XT1060 Acer A1-810 Nokia Lumia 630 LG P769 LG D801 Samsung GT-I8552 Samsung GT-S5360 Samsung GT-N7000 Nokia Lumia 625 Nokia Lumia 920 Samsung GT-S5830i Samsung GT-P7500 Asus TF700T LG VS985 4G Samsung SGH-I527 HTC HTC6500LVW Samsung SGH-T989 Samsung SM-T217A Samsung SM-T537A LG V410 LG E980 Samsung GT-S5830 LG D800 Zen Mobile M14 Samsung SM-G900H Lenovo B8000-F LG V500 Samsung GT-I8160 LG LS740 Samsung SM-P607T Samsung SM-G900I

EBSCO Discovery Service: Usage Statistics All Mobile Device Web Sessions as a % of Total EBSCO Discovery Service Web Sessions, Jan 2012-Dec 2014

EBSCO Discovery Service: % of Mobile Sessions by Device Maker 76% Apple 56% Apple iPad 19% Apple iPhone 1% Apple iPod Touch Q4 2013Q4 2014 66% Apple 51% Apple iPad 15% Apple iPhone

End-to-End Library Mobile UX

Find Library website Navigate library website Navigate library website Log on/Authen -ticate Know about library resources online Engage with library materials Repeat/Habituate E-Commerce Statistics 55-75% Abandonments 3% Purchases Each click and each new system introduces potential obstacles to user success

Recommended Best UX Practices Memorable and bookmarkable URL (e.g. http://university.edu/library) Mobile-responsive website Simplicity of main library website - presents well on smaller device types Simplicity of username and password credentials Large buttons and forms that support touch-screen interaction Search everything discovery search box on website home page Ability to search and view results without logging in Mobile-friendly EDS configuration brief results list display Simple user tutorials Social media presence Inclusion of mobile in librarys strategic plan

Find Library website Navigate library website Navigate library website Log on/Authen- ticate Know about library resources online Engage with library materials Repeat/Habitua te Goal: increase user success by eliminating obstacles

Houston Baptist University Library

Houston Baptist University (HBU) Founded in 1963 40 undergraduate majors 15:1 Students to Faculty

Moody Library at HBU March 2015 60% Returning visits 18% mobile (tablets + phones) 2.5% iPads

Moody Library at HBU Standard website (not mobile responsive) Standard website (not mobile responsive) 53% used embedded EBSCO Discovery Service Search Box 1.8% were tablets 53% used embedded EBSCO Discovery Service Search Box 1.8% were tablets Tap for Moody Mobile links to mobile-optimized LibGuides website. 10% of users clicked Find Books and Media

Goal To understand our library users behaviors on mobile devices, To hone our web services environment to cater to their device and information needs Dean M. Riley Professor, Library Science + Systems Librarian Houston Baptist University

Goals Create and test a framework for analyzing mobile usage data across multiple systems Inform a mobile UX strategy Inform website investment decisions Inform library instruction lessons

Research Questions How important is mobile usage to overall library usage? What are mobile users main goals when they come to the library website? Can library users goals/behaviors be correlated to their device category / screen size? Do small website changes impact mobile usage statistics?

Priority Metrics and Analysis Tools University Website Library Website LibGuidesEBSCO Discovery Service LinkSourceGoogle Scholar Referrals DEVICE CATEGORY Desktops / laptops vs. tablets vs. phones Google Analytics LibGuides Analytics Google Analytics EBSCO Statistics Google Analytics (Future) Google Analytics ENGAGEMENT Session length by device category Google Analytics LibGuides Analytics (TBD) Google Analytics EBSCO Statistics Google Analytics (Future) Google Analytics LOYALTY New vs. returning users by device category Google Analytics LibGuides Analytics (TBD) Google Analytics Google Analytics (Future) Google Analytics

Future Metrics / Data Web Page View Count Full Text Retrieval Count Mobile Operating System Searches per Session per device type or screen size Keyboard usage Engagement (e.g. reading online, highlighting, notetaking) Authentication

Power Speed Battery life Screen resolution Responsiveness Screen size Screen type /resolution Portability Physical Interaction Factors influencing mobile experience Frequency of use Activity/Task /Purpose HABIT EXPERIENCE TECHNOLOGY Model: M. Hurst + Francis H.

small screen high cognitive engagement large screen low cognitive engagement Model: M. Hurst

small screen high cognitive engagement large screen low cognitive engagement scanning / skimming editing / revising long-form writing (with physical keyboard) short-form writing fact-checking / quick reference gathering / bookmarking prolonged reading Model: M. Hurst

consumption creation / production small screen high cognitive engagement large screen low cognitive engagement Model: M. Hurst

small screen high cognitive engagement large screen low cognitive engagement Model: M. Hurst Consume Create

Next Steps for HBU Normalize data from Google Analytics, LibGuides Analytics, EDS reporting Create Excel document that aggregates multiple data sources into dashboard view Analyze data over time Answer, validate, refute, refine research questions Use data to inform investment and web design decisions Iterate!

Audience Questions % mobile vs. total traffic at your library? % off-campus vs. on-campus students? % digital vs. print usage? Special considerations / programs / trainings for mobile users? Trends/observations of mobile usage?

Thank you! Megan Hurst Director, Open Web + Mobile Initiatives [email protected] @MHzUX RESEARCH TEAM Dean M. Riley, Professor + Systems Librarian, HBU Research Partner / Customer Eric Frierson, EBSCO Discovery Service Engineer Google Analytics Implementation Pradeep Deshpande, Technical Product Manager Heuristic Evaluation + Statistics Research Chad Movalli, Sr. Product Analyst EDS Statistics Research Will Norris, Business Analyst Heuristic Evaluation / Review

2015 american library association annual conference data-driven libraries: capturing user behavior...

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